The primary purpose of the Sales & Reservations Manager is two-fold; first to increase the profitability of the reservations department, by ensuring the team of sales consultants are provided with support, advice and guidance, promoting high-quality and efficient service levels for our clients and agents; secondly, to assist the GM in managing our in-house CRM system.GENERAL JOB DESCRIPTION:Monitoring first responses on all enquiries and distributing to consultantsManaging quotes & emails to agents; Liaising with accounts staff regarding payments/invoicesProviding team of FIT consultants with sales direction and supportAdvising team on arranging itineraries & dealing with potential problemsEnsuring the information is correct, monitoring follow-ups, replies, etc.Answering enquiries if/when neededSupervise and provide systems training schedules for staff as neededProducing weekly and monthly statistics on sales and enquiriesProviding statistical analysis and strategic value to management teamDatabase CRM management (HubSpot/Zoho/Tourplan).DUTIES INCLUDE: First responses on all new enquiries and once response received, distribute to consultantsChecking that all enquiries are replied to within 24 hours, and that the enquiries are answered in line with company standardsProducing weekly and monthly statistics for the businessRegular reporting with feedback and analysis on trendsProviding guidance on any difficulties that the consultants may have, from putting together an itinerary to managing difficult clients or agents; continual communication and problem-solving is keyEnsuring that correct sales and office procedures are followed, i.e., quick responses, phoning clients when needed, overseeing invoices, vouchers, etc.Sending "tests" to other departments for trackingManaging and approving leave times and flexi-time roster (when required) for accounts/payroll purposesMaintain team workloads & distribute accordinglyCheck quotes (periodically or high value) with consultantsRe-allocate quotes as needed, and take on some ad hoc quotes as neededAssist with Complaint handling (be it investigating or replying to client/agent)Manage in-house CRM system for maximum long-term company benefitProviding staff training as neededPerformance reviews with staffDealing with any disciplinary reviews whenever necessaryAttending regular meetings with senior management to review sales stats and targets, as well as to discuss any issues or concerns, and to brainstorm forward planning and actions for improvements
